Job Description

JOB TITLE:

ACCOUNT MANAGER

DEPARTMENT:

OPERATIONS

REPORTS TO:

KEY ACCOUNT LEAD

LOCATION:

SIDEKICK GROUP OFFICES, 30 CHURCHILL PLACE E14 5RE WITH TRAVEL TO CLIENT SITES AS NECESSARY

HOURS:

40 PER WEEK

ABOUT US

We're Sidekick Group - the UK's fastest growing facilities management company and one of the Sunday Times 100 Fastest Growing Companies in the UK.

We provide our clients with a competitive advantage through operational excellence, technology and innovation, organizing ourselves around people and data to create work environments that optimize productivity, team spirit and wellbeing. Our mission is to foster and maintain work environments that have the greatest positive impact on our clients' business, people and communities, and the planet we all share.

We're a purpose-led, community minded and people-centric business and a certified B-Corp - a young company shaking up an old industry through our determination not only to grow but grow in the right way.

PURPOSE OF ROLE

As Account Manager you hold responsibility for the day-to-day management of your assigned client portfolio and the delivery of a first-class customer experience. Directly managing a team of on-site supervisors, you will also oversee delivery of our Housekeeping and Out Of Hours cleaning service lines, managing the performance of these against company KPIs and serving as a point of contact for both operational and customer-related matters.

Your work makes an important contribution to the delivery of Sidekick's mission and promotes our methodology of consistently making positive incremental changes - namely, small steps, big leaps.

DUTIES AND RESPONSIBILITIES

Account management

Build positive and productive relationships with key client stakeholders, developing an in-depth understanding of their business environment, service needs and expectations Maintain a strong line of communication and contact with all customers ensuring across-the-board satisfaction Act as the first point of contact for customer or operational escalations and resolve issues in a timely, professional and commercial manner Manage response & resolution of assigned Fresh Desk tickets as per agreed SLA

Cleaning operations

Day-to-day management of assigned team of supervisors and operatives Prepare work schedules, assign duties, and ensure sites are appropriately staffed and meet service requirements Oversee daily cleaning operations ensuring efficient, high quality service delivery and adherence to standards and specifications Oversee new site mobilizations

Training and standards

Implement and enforce health and safety protocols, ensuring a safe work environment Conduct regular inspections and internal audits to maintain cleanliness and safety standards Provide ongoing training to team on cleaning techniques, safety procedures, and customer service Train team on Timegate and ensure all colleagues are using it to clock in/out of their shifts Ensure team have completed all required UHub and EHS e-learning modules Maintain >85% audit scores and react to remedy failed client audits within the agreed 24 hour response time

People

Source, interview, and recruit operatives and supervisors as needed Develop supervisors and embed a people and customer-centric approach across the function Manage day-to-day performance and conduct proactively and escalate any disciplinary or sensitive people issues to the People team Develop team culture and practices in line with Sidekick's values - collaborative, innovative, inclusive, empowering, sustainable and optimistic Ensure timely and accurate timesheet reconciliation and payroll information

Budget and inventory management

Assist with with the preparation and management of budgets ensuring the operation remains within these Ensure adequate supply levels and effective inventory management to meet operational requirements

Performance and reporting

Track, report on and deliver against customer and operational KPIs Identify and implement opportunities to enhance service delivery and our customer journey Support Key Account Lead and Head of Operations & Specialist Cleaning with the development and delivery of departmental strategy

Sustainability

Support Sidekick's sustainability goals (B Corp accreditation, ISO 9001, ISO 14001) Ensure operational staff understand and contribute to our sustainability goals Promote the business at every opportunity and maximize opportunities for commercial growth

SKILLS, EXPERIENCE AND BEHAVIOURS

A demonstrable track record of successfully building and managing customer accounts in a commercial environment Excellent customer service and relationship management skills Experience of working with customer KPIs Previous multi-site operations management experience in a fast-paced environment Excellent planning, organizational and time management skills Team leadership experience with proven ability to build, manage and motivate strong teams Resourceful and resilient Strong problem-solving abilities Skilled at managing and diffusing conflict, handling complaints and escalations In-depth knowledge and experience in health and safety management (including IOSH or equivalent H&S qualification) with proven ability to deliver compliance Flexible, practical and innovative mindset Focus on continuous improvement across all work

KPIs

Customer feedback, satisfaction and retention Service delivery metrics (e.g. ticket resolution, complaints, audit scores, as per agreed SLAs) Health & Safety compliance (including incident rate, near misses) Team meeting all training requirements (including minimum 90% completion of UHub and EHS e-learning modules) Minimum of 90% of team members are on and using Timegate Year-on-year improvements in staff retention, absence and employee relations case volume
Job Types: Full-time, Permanent

Pay: 40,000.00-45,000.00 per year

Benefits:

Casual dress Company pension On-site parking Private medical insurance Work from home
Work Location: Hybrid remote in London E14 5EU